IT Business Analyst, Customer Service & Training

Harris County Toll Road Authority•Houston, TX

About The Position

Performs routine, complex, or advanced business analysis work, depending on level. The role coordinates the gathering, development, and documentation of user requirements; reviews, assesses, and develops business processes; creates and validates user acceptance testing; provides post-implementation system support; and supports the systems development life cycle. The position collaborates with other departments on special projects to support the development of processes and operations. It may supervise the work of others and operates under varying levels of supervision, with latitude for initiative and independent judgment. The role gathers and documents user requirements, business processes, and problems; coordinates service requests and related requirements and technical artifacts; monitors system integration and user acceptance testing; and advises other areas on analysis, design, configuration, testing, and policy implementation. It also develops or reviews system documentation and test procedures, analyzes the effect of policies on automated systems, monitors system maintenance and enhancement, and identifies and mitigates project risks. This is a full-time position with typical Monday–Friday workdays. Hours may vary based on departmental business needs, including weekends. The work is performed in a normal office environment with acceptable lighting and climate control and no major sources of discomfort.

Requirements

Bachelor’s degree in Business, Information Science, a computer field, or another related technical field from an accredited college or university; professional experience may substitute year-for-year for the required college education.
Experience in problem resolution and a proven background in troubleshooting.
Understanding of basic network structures and a strong understanding of applications and databases.
Experience working in an Oracle/SQL environment.
Experience working in a real-time, high-volume transaction processing environment.
May require registration, certification, or licensure in a specialty area.
Business Analyst I: 1 year of experience; Business Analyst II: 3 years of experience; Business Analyst III: 5 years of experience.
Knowledge of software development life cycle and systems development life cycle concepts; business and management principles related to strategic planning, resource allocation, leadership techniques, production methods, and coordination of people and resources; and project management principles and practices.
Ability to understand complex business problems and solutions and document them in non-technical terms.
Ability to serve on or lead/manage successful information systems project teams, based on years of experience.
Strong skills in systems testing of specification requirements.
Ability to objectively analyze and re-engineer business processes to maximize quality service and cost-effectiveness.
Ability to meet deadlines and communicate assignment status.
Strong people and project management skills.
Ability to motivate and direct the work effort of project team members from another area or section.
Qualifying education, experience, knowledge, and skills must be documented on the job application; a resume may be attached as supporting documentation, but only information stated on the application will be used for consideration.

Responsibilities

Gather, analyze, and document user requirements, business processes, and problems to automate or improve existing systems; elicit and document business needs for new systems.
Coordinate the service request life cycle, including customer-related responses, business requirements coordination, review of technical specifications and related artifacts, and monitoring of system integration and user acceptance testing before implementation.
Serve as a liaison by providing consultation, documentation, and direction to other areas regarding systems analysis, design, configuration, testing, and policy implementation.
Coordinate and/or analyze user requirements, procedures, and problems to automate or improve existing systems, as well as computer system capabilities, workflow, and scheduling limitations.
Develop and/or review complex system documents that convey business requirements and support efficient system design.
Develop, document, and revise system design procedures, test procedures, and quality standards.
Analyze program policies and procedures to determine their effects on automated systems and system functional areas.
Monitor the maintenance and enhancement of routine computer systems to ensure proper functionality.
Identify potential project risks and difficulties and design strategies to mitigate or avoid them.
Perform related work as assigned.